TY  - BOOK
AU  - Foss,Bryan
AU  - Stone,Merlin
TI  - CRM in financial services : :  a practical guide to making customer relationship management work / 
SN  - 0749436964
PY  - 2002///
CY  - London : 
PB  -  Kogan Page, 
KW  - Industria de servicios financieros
KW  - Servicios de clientes
N1  - Incluye índice; PIFI 3.1
ER  -